We're very sorry if you've received an item which when you came to use it did
If this has spoiled your day, we can only apologise. We don't intentionally send
out faulty items, and neither do our suppliers deliberately send us items that
In many cases, we can resolve problems quickly by simply exchanging a faulty
component (e.g. a controller, a motor, a loco on a train set, a faulty slot car
etc etc). In many other cases, we can quickly and easily repair (or have
repaired) to new condition many of the items that we supply.
Please contact us by email at firstname.lastname@example.org with a brief outline
of the problem and we will get back to you. If it's Christmas or Easter, we do
not check emails on the day itself, but do on Boxing Day etc. Please avoid
using emotive terms, and keep to the facts of the problem so that we can resolve
it as quickly as possible. Please note that you will always get a quicker
response by email than telephone during holiday periods, as we answer emails
even when our lines are closed.
Above all, we are happy to help with genuine problems - please just email us
and keep the message to the problem. We don't need to know about children crying
or that the entire Christmas / Easter / Birthday was ruined because one item
didn't work. BUT we will try our best to sort it out for you.